The short version
- Arrives contaminated or damaged? Photo within 7 days of delivery, and we replace or refund it.
- Cancel for a full refund any time before your order ships.
- Opened or used bags cannot be returned, because they are perishable.
- Refunds go back to your card, usually visible in 5 to 10 business days.
The arrival guarantee
Every bag is sealed and clean when it leaves us. If any bag arrives contaminated or damaged in transit, we will send a replacement or give you a refund for that item.
How to claim
- Contact us within 7 days of delivery by contact form or at support@mushrealmcollective.com.
- Include your order number (it starts with MR-) and a clear photo of the affected bag.
- We reply within 1 business day, usually with a replacement on its way. You do not need to send the bag back.
Cancelling an order
You can cancel any order that has not shipped yet for a full refund. Contact us as soon as possible with your order number. Once an order has shipped it cannot be cancelled, but the arrival guarantee still applies.
Change of mind
Grain spawn and substrate are perishable, sterile goods, so we cannot take back bags that have been opened, inoculated or used. If you have an unopened order you no longer want, contact us within 7 days of delivery and we will tell you what we can do. If we agree to take an unopened order back, the return postage is paid by you.
What the guarantee does not cover
- Contamination that appears after a bag has been opened or inoculated. Results from that point depend on technique, culture and growing environment.
- Bags stored in heat, sunlight or freezing conditions after delivery.
- Claims made more than 7 days after delivery.
Wrong or missing items
If something is missing or we sent the wrong item, tell us within 7 days of delivery and we will ship the right item at our cost.
How refunds are paid
Refunds go back to the card you paid with. We process them within 2 business days of approving them, and your bank usually shows them within 5 to 10 business days. Shipping costs are refunded when the whole order is refunded because of our mistake or the arrival guarantee.
Before you dispute a charge
If anything is wrong with an order or a charge, please contact us first. We can almost always sort it out faster than a bank dispute, and we answer every message.
Questions about this policy? Email support@mushrealmcollective.com or use our contact form. A real person replies within 1 business day.
Contact us